NHS OXFORDSHIRE CCG Latest survey results 2020 survey

NHS OXFORDSHIRE CCG Latest survey results 2020 survey publication Version 1| Public 1 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Contents Background, introduction and guidance Overall experience of GP practice Local GP services Access to online services Making an appointment Perceptions of care at patients’ last appointment Managing health conditions Satisfaction with general practice appointment times Services when GP practice is closed Statistical reliability Want to know more? 2 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Background, introduction and guidance 3 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Background information about the survey • The GP Patient Survey (GPPS) is an England-wide survey, providing practice-level data about patients’ experiences of their GP practices. • Ipsos MORI administers the survey on behalf of NHS England. • For more information about the survey please refer to the end of this slide pack or visit https: //gp-patient. co. uk/. • This slide pack presents some of the key results for NHS OXFORDSHIRE CCG. • The data in this slide pack are based on the 2020 GPPS publication. • In NHS OXFORDSHIRE CCG, 21, 392 questionnaires were sent out, and 7, 518 were returned completed. This represents a response rate of 35%. • In 2018 the questionnaire was redeveloped in response to significant changes to primary care services as set out in the GP Forward View, and to provide a better understanding of how local care services are supporting patients to live well, particularly those with long-term care needs. The questionnaire (and past versions) can be found here: https: //gp-patient. co. uk/surveysandreports. 4 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Introduction • The GP Patient Survey measures patients’ experiences across a range of topics, including: - Your local GP services - Making an appointment • The data provide a snapshot of patient experience at a given time, and are updated annually. • There is variation in practice-level response rates, leading to variation in levels of uncertainty around practice-level results. Data users are encouraged to use insight from GPPS as one element of evidence when considering patients' experiences of general practice. • Practices and CCGs can then discuss the findings further and triangulate them with other data – in order to identify potential improvements and highlight best practice. • The following slide suggests ideas for how the data can be used to improve services. • Where available, packs include trend data beginning in 2018. Following the extensive changes to the questionnaire in 2018, all questions at CCG and practice level are not comparable prior to this year. - Your last appointment - Overall experience - Your health - When your GP practice is closed - NHS Dentistry - Some questions about you • • The GP Patient Survey provides data at practice level using a consistent methodology, which means it is comparable across organisations. The survey has limitations: - Sample sizes at practice level are relatively small. The survey does not include qualitative data, which limits the detail provided by the results. 5 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Guidance on how to use the data The following suggest ideas for how the data in this slide pack can be used and interpreted to improve GP services: • Comparison of a CCG’s results against the national average: this allows benchmarking of the results to identify whether the CCG is performing well, poorly, or in line with others. The CCG may wish to focus on areas where it compares less favourably. • Considering questions where there is a larger range in responses among practices or CCGs: this highlights areas in which greater improvements may be possible, as some CCGs or practices are performing significantly better than others nearby. The CCG may wish to focus on areas with a larger range in the results. • Comparison of practices’ results within a CCG: this can identify practices within a CCG that seem to be over-performing or under-performing compared with others. The CCG may wish to work with individual practices: those that are performing particularly well may be able to highlight best practice, while those performing less well may be able to improve their performance. • Comparison of CCGs’ results within a region: region as described in this report is based on NHS England regions, further information about these regions can be found here: https: //www. england. nhs. uk/about/regional -area-teams/ *Images used in this slide are for example purposes only 6 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *

Interpreting the results • The number of participants answering (the base size) is stated for each question. The total number of responses is shown at the bottom of each chart. • All comparisons are indicative only. Differences may not be statistically significant – particular care should be taken when comparing practices due to smaller numbers of responses at this level. • For guidance on statistical reliability, or for details of where you can get more information about the survey, please refer to the end of this slide pack. • Maps: CCG and practice-level results are also displayed on maps, with results split across 5 bands (or ‘quintiles’) in order to have a fairly even distribution at the national level of CCGs/practices across each band. • When fewer than 10 patients respond In cases where fewer than 10 patients have answered a question, the data have been suppressed and results will not appear within the charts. This is to prevent individuals and their responses being identifiable in the data. 100% Trends: • * More than 0% but less than 0. 5% Latest: refers to the 2020 publication (fieldwork January to March 2020) 2019: refers to the July 2019 publication (fieldwork January to March 2019) 2018: refers to the August 2018 publication (fieldwork January to March 2018) For further information on using the data please refer to the end of this slide pack. 7 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Where results do not sum to 100%, or where individual responses (e. g. fairly good; very good) do not sum to combined responses (e. g. very/fairly good) this is due to rounding, or cases where multiple responses are allowed.

Overall experience of GP practice 8 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Overall experience of GP practice Q 31. Overall, how would you describe your experience of your GP practice? CCG’s results 9% 3% CCG’s results over time 90 80 Fairly good 35% % Poor 86 86 100 Very good 51% % Good Comparison of results 87 70 60 Neither good nor poor Very poor 30 20 10 0 4 5 4 2018 2019 86% 82% Good 5% 7% 2020 Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 56% 100% 72% 87% Base: All those completing a questionnaire: National (710, 945); CCG 2020 (7, 263); CCG 2019 (7, 959); CCG 2018 (7, 543); Practice bases range from 27 to 133; CCG bases range from 784 to 22, 442 9 © Ipsos MORI National 50 40 Fairly poor CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

Overall experience: how the CCG’s results compare to other CCGs within the region Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 72% to 87% The CCG represented by this pack is highlighted in red Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: CCG bases range from 784 to 22, 442 %Good = %Very good + %Fairly good 10 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Results range from 56% to 100% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: Practice bases range from 27 to 133 %Good = %Very good + %Fairly good 11 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 12 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (7, 263); Practice bases range from 27 to 133 THE BELL SURGERY ST. CLEMENT'S SURGERY DEDDINGTON HEALTH CENTRE CCG GOSFORD HILL MEDICAL CENTRE BANBURY ROAD MEDICAL CENTRE LONG FURLONG MEDICAL CENTRE COWLEY ROAD MEDICAL PRACTICE MANOR SURGERY Practices WOODSTOCK SURGERY MORLAND HOUSE SURGERY COGGES SURGERY BROADSHIRES HEALTH CENTRE THE CHARLBURY MEDICAL CENTRE Percentage of patients saying ‘good’ MARCHAM RD FAMILY HEALTH CENTRE WALLINGFORD MEDICAL PRACTICE OBSERVATORY MEDICAL PRACTICE BARTLEMAS SURGERY 19 BEAUMONT STREET SURGERY TEMPLE COWLEY HEALTH CENTRE CCG ALCHESTER MEDICAL GROUP THE KEY MEDICAL PRACTICE WOODLANDS SURGERY HIGHTOWN SURGERY CHURCH STREET PRACTICE BANBURY CROSS HEALTH CENTRE WINDRUSH MEDICAL PRACTICE MALTHOUSE SURGERY MONTGOMERY HOUSE SURGERY CHIPPING NORTON HEALTH CENTRE ST. BARTHOLOMEWS MEDICAL CENTRE EYNSHAM MEDICAL GROUP NEWBURY STREET PRACTICE DONNINGTON MEDICAL PARTNERSHIP 27 BEAUMONT STREET NUFFIELD HEALTH CENTRE WOODLANDS MEDICAL CENTRE THE LEYS HEALTH CENTRE WINDRUSH SURGERY DIDCOT HEALTH CENTRE PRACTICE SUMMERTOWN HEALTH CENTRE HEDENA HEALTH BOTLEY MEDICAL CENTRE HORSEFAIR SURGERY Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 13 Base: All those completing a questionnaire: National (710, 945); CCG 2020 (7, 263); Practice bases range from 27 to 133 LUTHER STREET MEDICAL PRACTICE MILL STREAM SURGERY NETTLEBED SURGERY BLOXHAM SURGERY CLIFTON HAMPDEN SURGERY BAMPTON SURGERY CHALGROVE & WATLINGTON SURGERIES THE HART SURGERY JERICHO HEALTH CENTRE SIBFORD SURGERY CROPREDY SURGERY THE RYCOTE PRACTICE SONNING COMMON HEALTH CTR KING EDWARD ST MEDICAL PRACTICE THE ABINGDON SURGERY WHITE HORSE MEDICAL PRACTICE BURFORD SURGERY WYCHWOOD SURGERY BERINSFIELD HEALTH CENTRE OAK TREE HEALTH CENTRE ISLIP SURGERY 28 BEAUMONT STREET GORING & WOODCOTE MEDICAL PRACTICE BICESTER HEALTH CENTRE HOLLOW WAY MEDICAL CENTRE Overall experience: how the CCG’s practices compare Q 31. Overall, how would you describe your experience of your GP practice? Percentage of patients saying ‘good’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Local GP services 14 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Ease of getting through to GP practice on the phone Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? CCG’s results over time % Easy 5% 15% 27% Very easy Fairly easy Not very easy 52% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 82 18 2018 Comparison of results % Not easy 81 80 19 2019 Practice range within CCG – % Easy 20 2020 National 80% 65% Easy 20% 35% Not easy CCG range within region – % Easy Lowest Performing Highest Performing 22% 100% 54% 80% Base: All those completing a questionnaire excluding 'Haven't tried': National (701, 494); CCG 2020 (7, 073); CCG 2019 (7, 686); CCG 2018 (7, 306); Practice bases range from 27 to 134; CCG bases range from 769 to 22, 150 15 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 16 Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (7, 073); Practice bases range from 27 to 134 COGGES SURGERY 27 BEAUMONT STREET DEDDINGTON HEALTH CENTRE CCG TEMPLE COWLEY HEALTH CENTRE WOODSTOCK SURGERY 28 BEAUMONT STREET GORING & WOODCOTE MEDICAL PRACTICE 19 BEAUMONT STREET SURGERY Practices HOLLOW WAY MEDICAL CENTRE CHALGROVE & WATLINGTON SURGERIES NEWBURY STREET PRACTICE NUFFIELD HEALTH CENTRE THE BELL SURGERY Percentage of patients saying it is ‘easy’ to get through to someone on the phone ST. BARTHOLOMEWS MEDICAL CENTRE ALCHESTER MEDICAL GROUP HIGHTOWN SURGERY THE RYCOTE PRACTICE MALTHOUSE SURGERY BARTLEMAS SURGERY WINDRUSH MEDICAL PRACTICE THE HART SURGERY CCG GOSFORD HILL MEDICAL CENTRE BICESTER HEALTH CENTRE MONTGOMERY HOUSE SURGERY DONNINGTON MEDICAL PARTNERSHIP WINDRUSH SURGERY CHURCH STREET PRACTICE BROADSHIRES HEALTH CENTRE MARCHAM RD FAMILY HEALTH CENTRE WALLINGFORD MEDICAL PRACTICE MANOR SURGERY BOTLEY MEDICAL CENTRE THE KEY MEDICAL PRACTICE CHIPPING NORTON HEALTH CENTRE BANBURY CROSS HEALTH CENTRE DIDCOT HEALTH CENTRE PRACTICE SUMMERTOWN HEALTH CENTRE WOODLANDS MEDICAL CENTRE THE LEYS HEALTH CENTRE EYNSHAM MEDICAL GROUP THE CHARLBURY MEDICAL CENTRE HEDENA HEALTH HORSEFAIR SURGERY Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy

Ease of getting through to GP practice on the phone: how the CCG’s practices compare Q 1. Generally, how easy is it to get through to someone at your GP practice on the phone? Percentage of patients saying it is ‘easy’ to get through to someone on the phone Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% KING EDWARD ST MEDICAL PRACTICE JERICHO HEALTH CENTRE LUTHER STREET MEDICAL PRACTICE WYCHWOOD SURGERY MILL STREAM SURGERY CLIFTON HAMPDEN SURGERY SIBFORD SURGERY NETTLEBED SURGERY OBSERVATORY MEDICAL PRACTICE ISLIP SURGERY BERINSFIELD HEALTH CENTRE SONNING COMMON HEALTH CTR ST. CLEMENT'S SURGERY BANBURY ROAD MEDICAL CENTRE MORLAND HOUSE SURGERY WOODLANDS SURGERY BLOXHAM SURGERY CROPREDY SURGERY BURFORD SURGERY BAMPTON SURGERY LONG FURLONG MEDICAL CENTRE COWLEY ROAD MEDICAL PRACTICE THE ABINGDON SURGERY WHITE HORSE MEDICAL PRACTICE 0% OAK TREE HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Haven’t tried’: National (701, 494); CCG 2020 (7, 073); Practice bases range from 27 to 134 17 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP practice Q 2. How helpful do you find the receptionists at your GP practice? CCG’s results over time CCG’s results % Helpful 6% Very helpful 49% 43% Fairly helpful Not very helpful Not at all helpful 100 90 80 70 60 50 40 30 20 10 0 92 8 % Not helpful 92 92 8 2018 Comparison of results 8 2019 2020 National 92% 89% Helpful 8% 11% Not helpful CCG range within region – % Helpful Practice range within CCG – % Helpful Lowest Performing Highest Performing 77% 100% 84% 92% Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (7, 222); CCG 2019 (7, 801); CCG 2018 (7, 430); Practice bases range from 27 to 136; CCG bases range from 780 to 22, 522 18 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful %Not helpful = %Not very helpful + %Not at all helpful

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 19 Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (7, 222); Practice bases range from 27 to 136 COWLEY ROAD MEDICAL PRACTICE ST. CLEMENT'S SURGERY WHITE HORSE MEDICAL PRACTICE CCG WALLINGFORD MEDICAL PRACTICE BERINSFIELD HEALTH CENTRE MORLAND HOUSE SURGERY BAMPTON SURGERY LONG FURLONG MEDICAL CENTRE Practices NUFFIELD HEALTH CENTRE GOSFORD HILL MEDICAL CENTRE DEDDINGTON HEALTH CENTRE HOLLOW WAY MEDICAL CENTRE BARTLEMAS SURGERY Percentage of patients saying receptionists at the GP practice are ‘helpful’ CHALGROVE & WATLINGTON SURGERIES COGGES SURGERY BROADSHIRES HEALTH CENTRE THE HART SURGERY THE KEY MEDICAL PRACTICE GORING & WOODCOTE MEDICAL PRACTICE MANOR SURGERY BANBURY CROSS HEALTH CENTRE CCG NEWBURY STREET PRACTICE THE CHARLBURY MEDICAL CENTRE BICESTER HEALTH CENTRE THE BELL SURGERY CHURCH STREET PRACTICE WINDRUSH MEDICAL PRACTICE HEDENA HEALTH MARCHAM RD FAMILY HEALTH CENTRE ST. BARTHOLOMEWS MEDICAL CENTRE 28 BEAUMONT STREET MONTGOMERY HOUSE SURGERY WOODLANDS MEDICAL CENTRE MALTHOUSE SURGERY ALCHESTER MEDICAL GROUP EYNSHAM MEDICAL GROUP SUMMERTOWN HEALTH CENTRE DIDCOT HEALTH CENTRE PRACTICE DONNINGTON MEDICAL PARTNERSHIP CHIPPING NORTON HEALTH CENTRE BOTLEY MEDICAL CENTRE WINDRUSH SURGERY HORSEFAIR SURGERY Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Helpful = %Very helpful + %Fairly helpful

Helpfulness of receptionists at GP practice: how the CCG’s practices compare Q 2. How helpful do you find the receptionists at your GP practice? Percentage of patients saying receptionists at the GP practice are ‘helpful’ Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% JERICHO HEALTH CENTRE LUTHER STREET MEDICAL PRACTICE SIBFORD SURGERY CROPREDY SURGERY WYCHWOOD SURGERY WOODLANDS SURGERY CLIFTON HAMPDEN SURGERY OBSERVATORY MEDICAL PRACTICE BANBURY ROAD MEDICAL CENTRE SONNING COMMON HEALTH CTR NETTLEBED SURGERY KING EDWARD ST MEDICAL PRACTICE HIGHTOWN SURGERY BLOXHAM SURGERY THE ABINGDON SURGERY THE RYCOTE PRACTICE WOODSTOCK SURGERY MILL STREAM SURGERY THE LEYS HEALTH CENTRE TEMPLE COWLEY HEALTH CENTRE ISLIP SURGERY 27 BEAUMONT STREET BURFORD SURGERY 19 BEAUMONT STREET SURGERY 0% OAK TREE HEALTH CENTRE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘Don’t know’: National (714, 379); CCG 2020 (7, 222); Practice bases range from 27 to 136 20 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Helpful = %Very helpful + %Fairly helpful

Access to online services 21 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Awareness of online services Percentage aware of online services offered by GP practice Q 4. As far as you know, which of the following online services does your GP practice offer? 100 90 80 70 Practice range within CCG 60 50 *% *% 40 *% 30 *% *% 20 10 0 *% Booking appointments online Ordering repeat prescriptions online Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire: National (716, 915); CCG 2020 (7, 302); Practice bases range from 28 to 136 22 © Ipsos MORI *% 19 -071809 -01 | Version 1 | Public *% None of these Don't know CCG National

Online service use Percentage used online services in past 12 months Q 5. Which of the following general practice online services have you used in the past 12 months? 100 90 80 *% 70 Practice range within CCG 60 50 CCG 40 National 30 20 *% *% *% 10 0 Booking appointments online Ordering repeat prescriptions online Base: All those completing a questionnaire: National (723, 567); CCG 2020 (7, 363); Practice bases range from 28 to 136 23 19 -071809 -01 | Version 1 | Public *% Accessing my medical records online Comparisons are indicative only: differences may not be statistically significant © Ipsos MORI *% None of these

Ease of use of online services Q 6. How easy is it to use your GP practice’s website to look for information or access services? * CCG’s results over time % Easy 5% 25% 17% Very easy Fairly easy Not very easy 54% Not at all easy 100 90 80 70 60 50 40 30 20 10 0 84 16 2018 Comparison of results % Not easy 79 79 21 2019 21 2020 CCG National 79% 76% Easy 21% 24% Not easy CCG range within region – % Easy Practice range within CCG – % Easy Lowest Performing Highest Performing 46% 97% 71% 81% *Those who say ‘Haven’t tried’ (53%) have been excluded from these results. Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 261); CCG 2019 (3, 359); CCG 2018 (2, 881); Practice bases range from 24 to 77; CCG bases range from 351 to 8, 137 24 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy %Not easy = %Not very easy + %Not at all easy

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 25 Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 261); Practice bases range from 24 to 77 Comparisons are indicative only: differences may not be statistically significant %Easy = %Very easy + %Fairly easy THE HART SURGERY COGGES SURGERY WHITE HORSE MEDICAL PRACTICE CCG BANBURY ROAD MEDICAL CENTRE WINDRUSH MEDICAL PRACTICE BROADSHIRES HEALTH CENTRE MANOR SURGERY ALCHESTER MEDICAL GROUP Practices MILL STREAM SURGERY CHURCH STREET PRACTICE BARTLEMAS SURGERY CHIPPING NORTON HEALTH CENTRE OAK TREE HEALTH CENTRE Percentage of patients saying it is ‘easy’ to use their GP practice’s website THE KEY MEDICAL PRACTICE GORING & WOODCOTE MEDICAL PRACTICE ST. CLEMENT'S SURGERY THE BELL SURGERY BERINSFIELD HEALTH CENTRE JERICHO HEALTH CENTRE NUFFIELD HEALTH CENTRE THE LEYS HEALTH CENTRE CCG WINDRUSH SURGERY MARCHAM RD FAMILY HEALTH CENTRE MALTHOUSE SURGERY NEWBURY STREET PRACTICE DONNINGTON MEDICAL PARTNERSHIP 27 BEAUMONT STREET WOODSTOCK SURGERY WOODLANDS MEDICAL CENTRE 19 BEAUMONT STREET SURGERY SUMMERTOWN HEALTH CENTRE KING EDWARD ST MEDICAL PRACTICE 28 BEAUMONT STREET MONTGOMERY HOUSE SURGERY HIGHTOWN SURGERY BANBURY CROSS HEALTH CENTRE ST. BARTHOLOMEWS MEDICAL CENTRE TEMPLE COWLEY HEALTH CENTRE EYNSHAM MEDICAL GROUP DIDCOT HEALTH CENTRE PRACTICE BOTLEY MEDICAL CENTRE HEDENA HEALTH HORSEFAIR SURGERY Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Ease of use of online services: how the CCG’s practices compare Q 6. How easy is it to use your GP practice’s website to look for information or access services? Percentage of patients saying it is ‘easy’ to use their GP practice’s website Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% SONNING COMMON HEALTH CTR GOSFORD HILL MEDICAL CENTRE WYCHWOOD SURGERY BAMPTON SURGERY NETTLEBED SURGERY THE ABINGDON SURGERY THE RYCOTE PRACTICE MORLAND HOUSE SURGERY THE CHARLBURY MEDICAL CENTRE BICESTER HEALTH CENTRE CHALGROVE & WATLINGTON SURGERIES LONG FURLONG MEDICAL CENTRE CROPREDY SURGERY DEDDINGTON HEALTH CENTRE SIBFORD SURGERY WOODLANDS SURGERY OBSERVATORY MEDICAL PRACTICE COWLEY ROAD MEDICAL PRACTICE HOLLOW WAY MEDICAL CENTRE BURFORD SURGERY WALLINGFORD MEDICAL PRACTICE ISLIP SURGERY BLOXHAM SURGERY 0% CLIFTON HAMPDEN SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding 'Haven't tried': National (273, 048); CCG 2020 (3, 261); Practice bases range from 24 to 77 26 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Easy = %Very easy + %Fairly easy

Making an appointment 27 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Choice of appointment Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? CCG’s results over time CCG’s results Yes, a choice of place % Yes 13% Yes, a choice of time or day Yes, a choice of healthcare professional 100 90 80 70 60 50 40 30 20 10 0 61% 13% No, I was not offered a choice of appointment 32% 71 29 % No 71 68 29 2018 Comparison of results 2019 32 2020 National 68% 60% Yes 32% 40% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 42% 95% 45% 68% Base: All who tried to make an appointment since being registered excluding ‘Can’t remember’ and ‘Doesn't apply’: National (564, 341); CCG 2020 (5, 882); CCG 2019 (6, 394); CCG 2018 (6, 109); Practice bases range from 19 to 112; CCG bases range from 627 to 17, 997 28 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 29 Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (5, 882); Practice bases range from 19 to 112 OAK TREE HEALTH CENTRE 27 BEAUMONT STREET HOLLOW WAY MEDICAL CENTRE CCG BURFORD SURGERY LONG FURLONG MEDICAL CENTRE WOODSTOCK SURGERY DONNINGTON MEDICAL PARTNERSHIP BROADSHIRES HEALTH CENTRE Practices THE BELL SURGERY COGGES SURGERY BARTLEMAS SURGERY WHITE HORSE MEDICAL PRACTICE SUMMERTOWN HEALTH CENTRE Percentage of patients saying ‘yes’ they were offered a choice of appointment CCG GOSFORD HILL MEDICAL CENTRE WINDRUSH MEDICAL PRACTICE BICESTER HEALTH CENTRE THE HART SURGERY GORING & WOODCOTE MEDICAL PRACTICE DIDCOT HEALTH CENTRE PRACTICE DEDDINGTON HEALTH CENTRE MARCHAM RD FAMILY HEALTH CENTRE ST. BARTHOLOMEWS MEDICAL CENTRE THE KEY MEDICAL PRACTICE THE LEYS HEALTH CENTRE TEMPLE COWLEY HEALTH CENTRE WALLINGFORD MEDICAL PRACTICE THE CHARLBURY MEDICAL CENTRE WOODLANDS MEDICAL CENTRE CHURCH STREET PRACTICE MONTGOMERY HOUSE SURGERY CHIPPING NORTON HEALTH CENTRE NEWBURY STREET PRACTICE HEDENA HEALTH ALCHESTER MEDICAL GROUP EYNSHAM MEDICAL GROUP NUFFIELD HEALTH CENTRE ST. CLEMENT'S SURGERY BOTLEY MEDICAL CENTRE BANBURY CROSS HEALTH CENTRE MALTHOUSE SURGERY HIGHTOWN SURGERY WINDRUSH SURGERY HORSEFAIR SURGERY Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Choice of appointment: how the CCG’s practices compare Q 16. On this occasion (when you last tried to make a general practice appointment), were you offered a choice of appointment? Percentage of patients saying ‘yes’ they were offered a choice of appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% NETTLEBED SURGERY JERICHO HEALTH CENTRE SIBFORD SURGERY WYCHWOOD SURGERY OBSERVATORY MEDICAL PRACTICE BANBURY ROAD MEDICAL CENTRE COWLEY ROAD MEDICAL PRACTICE ISLIP SURGERY KING EDWARD ST MEDICAL PRACTICE LUTHER STREET MEDICAL PRACTICE THE RYCOTE PRACTICE 19 BEAUMONT STREET SURGERY MORLAND HOUSE SURGERY MANOR SURGERY CLIFTON HAMPDEN SURGERY WOODLANDS SURGERY THE ABINGDON SURGERY MILL STREAM SURGERY CROPREDY SURGERY SONNING COMMON HEALTH CTR BLOXHAM SURGERY BERINSFIELD HEALTH CENTRE 28 BEAUMONT STREET BAMPTON SURGERY 0% CHALGROVE & WATLINGTON SURGERIES 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered excluding ‘Can't remember’ and ‘Doesn’t apply’: National (564, 341); CCG 2020 (5, 882); Practice bases range from 19 to 112 30 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = ‘a choice of place’ and/or ‘a choice of time or day’ and/or ‘a choice of healthcare professional’

Satisfaction with appointment offered Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? CCG’s results over time % Yes 4% Yes, and I accepted an appointment 18% No, but I still took an appointment 77% No, and I did not take an appointment 100 90 80 70 60 50 40 30 20 10 0 80 20 % No 77 77 23 2018 Comparison of results 2019 CCG National 77% 73% Yes, took appt 23 2020 Yes, took appt 18% 21% No, took appt 4% 7% No, didn’t take appt CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 55% 97% 63% 79% Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (6, 989); CCG 2019 (7, 519); CCG 2018 (7, 195); Practice bases range from 23 to 128; CCG bases range from 736 to 21, 444 31 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %No = %No, but I still took an appointment + %No, and I did not take an appointment

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 32 Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (6, 989); Practice bases range from 23 to 128 WALLINGFORD MEDICAL PRACTICE COWLEY ROAD MEDICAL PRACTICE CHALGROVE & WATLINGTON SURGERIES CCG THE BELL SURGERY THE HART SURGERY OAK TREE HEALTH CENTRE LONG FURLONG MEDICAL CENTRE BROADSHIRES HEALTH CENTRE Practices GORING & WOODCOTE MEDICAL PRACTICE BICESTER HEALTH CENTRE WOODSTOCK SURGERY DEDDINGTON HEALTH CENTRE THE CHARLBURY MEDICAL CENTRE Percentage of patients saying ‘yes’ they were satisfied with the appointment offered GOSFORD HILL MEDICAL CENTRE 27 BEAUMONT STREET COGGES SURGERY ST. CLEMENT'S SURGERY MANOR SURGERY CCG MARCHAM RD FAMILY HEALTH CENTRE SUMMERTOWN HEALTH CENTRE TEMPLE COWLEY HEALTH CENTRE DONNINGTON MEDICAL PARTNERSHIP ALCHESTER MEDICAL GROUP WINDRUSH SURGERY CHURCH STREET PRACTICE BARTLEMAS SURGERY CHIPPING NORTON HEALTH CENTRE THE LEYS HEALTH CENTRE BANBURY CROSS HEALTH CENTRE DIDCOT HEALTH CENTRE PRACTICE WOODLANDS MEDICAL CENTRE EYNSHAM MEDICAL GROUP MALTHOUSE SURGERY BOTLEY MEDICAL CENTRE THE KEY MEDICAL PRACTICE WINDRUSH MEDICAL PRACTICE NUFFIELD HEALTH CENTRE NEWBURY STREET PRACTICE ST. BARTHOLOMEWS MEDICAL CENTRE MONTGOMERY HOUSE SURGERY HEDENA HEALTH HIGHTOWN SURGERY HORSEFAIR SURGERY Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10%

Satisfaction with appointment offered: how the CCG’s practices compare Q 17. Were you satisfied with the type of appointment (or appointments) you were offered? Percentage of patients saying ‘yes’ they were satisfied with the appointment offered Practices 100% 90% 80% 70% 60% 50% 40% 30% 20% JERICHO HEALTH CENTRE SIBFORD SURGERY WYCHWOOD SURGERY NETTLEBED SURGERY WHITE HORSE MEDICAL PRACTICE THE RYCOTE PRACTICE 28 BEAUMONT STREET CROPREDY SURGERY MILL STREAM SURGERY BAMPTON SURGERY KING EDWARD ST MEDICAL PRACTICE BLOXHAM SURGERY SONNING COMMON HEALTH CTR MORLAND HOUSE SURGERY HOLLOW WAY MEDICAL CENTRE BERINSFIELD HEALTH CENTRE THE ABINGDON SURGERY BANBURY ROAD MEDICAL CENTRE LUTHER STREET MEDICAL PRACTICE BURFORD SURGERY CLIFTON HAMPDEN SURGERY OBSERVATORY MEDICAL PRACTICE WOODLANDS SURGERY 19 BEAUMONT STREET SURGERY 0% ISLIP SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (678, 039); CCG 2020 (6, 989); Practice bases range from 23 to 128 33 © Ipsos MORI 19 -071809 -01 | Version 1 | Public CCG National

What patients do when they are not satisfied with the appointment offered and do not take it Of those who declined an appointment, percentage who went on to do something else Q 19. What did you do when you did not take the appointment you were offered? 100% 90% 80% 70% CCG 60% National 50% *% 40% *% 30% 20% 10% 0% *% *% *% Got an Called an NHS Went to A&E appointment for helpline, such as a different day NHS 111 *% *% *% Spoke to a pharmacist *% *% *% Went to or Decided to contacted contact my another NHS practice another service time Comparisons are indicative only: differences may not be statistically significant Base: All who did not take the appointment offered (excluding those who haven't tried to make one): National (34, 909); CCG 2020 (228) 34 © Ipsos MORI 19 -071809 -01 | Version 1 | Public *% *% Looked for information online *% *% Spoke to a Didn’t see or friend or family speak to anyone member

Overall experience of making an appointment Q 22. Overall, how would you describe your experience of making an appointment? CCG’s results over time CCG’s results 8% 4% 33% 14% % Good Very good Fairly good Neither good nor poor Fairly poor 41% Very poor 100 90 80 70 60 50 40 30 20 10 0 76 10 2018 Comparison of results % Poor 74 73 11 2019 12 2020 National 74% 65% Good 12% 17% Poor CCG range within region – % Good Practice range within CCG – % Good Lowest Performing Highest Performing 40% 100% 49% 74% Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (6, 900); CCG 2019 (7, 460); CCG 2018 (7, 105); Practice bases range from 23 to 127; CCG bases range from 722 to 21, 225 35 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Very poor + %Fairly poor

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 36 Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (6, 900); Practice bases range from 23 to 127 19 BEAUMONT STREET SURGERY THE HART SURGERY 28 BEAUMONT STREET CCG COWLEY ROAD MEDICAL PRACTICE GOSFORD HILL MEDICAL CENTRE OBSERVATORY MEDICAL PRACTICE WOODSTOCK SURGERY BANBURY ROAD MEDICAL CENTRE Practices OAK TREE HEALTH CENTRE COGGES SURGERY THE BELL SURGERY LONG FURLONG MEDICAL CENTRE MARCHAM RD FAMILY HEALTH CENTRE Percentage of patients saying they had a ‘good’ experience of making an appointment ST. BARTHOLOMEWS MEDICAL CENTRE BROADSHIRES HEALTH CENTRE GORING & WOODCOTE MEDICAL PRACTICE CCG DONNINGTON MEDICAL PARTNERSHIP MANOR SURGERY ST. CLEMENT'S SURGERY BICESTER HEALTH CENTRE BARTLEMAS SURGERY DIDCOT HEALTH CENTRE PRACTICE HIGHTOWN SURGERY CHURCH STREET PRACTICE TEMPLE COWLEY HEALTH CENTRE THE KEY MEDICAL PRACTICE THE LEYS HEALTH CENTRE BANBURY CROSS HEALTH CENTRE NEWBURY STREET PRACTICE WINDRUSH MEDICAL PRACTICE SUMMERTOWN HEALTH CENTRE WOODLANDS MEDICAL CENTRE MONTGOMERY HOUSE SURGERY CHIPPING NORTON HEALTH CENTRE MALTHOUSE SURGERY EYNSHAM MEDICAL GROUP ALCHESTER MEDICAL GROUP WINDRUSH SURGERY HEDENA HEALTH BOTLEY MEDICAL CENTRE THE CHARLBURY MEDICAL CENTRE NUFFIELD HEALTH CENTRE HORSEFAIR SURGERY Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Good = %Very good + %Fairly good

Overall experience of making an appointment: how the CCG’s practices compare Q 22. Overall, how would you describe your experience of making an appointment? Percentage of patients saying they had a ‘good’ experience of making an appointment Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% LUTHER STREET MEDICAL PRACTICE SIBFORD SURGERY NETTLEBED SURGERY JERICHO HEALTH CENTRE WYCHWOOD SURGERY MILL STREAM SURGERY KING EDWARD ST MEDICAL PRACTICE BLOXHAM SURGERY ISLIP SURGERY THE ABINGDON SURGERY SONNING COMMON HEALTH CTR MORLAND HOUSE SURGERY 27 BEAUMONT STREET BURFORD SURGERY BERINSFIELD HEALTH CENTRE BAMPTON SURGERY CROPREDY SURGERY WHITE HORSE MEDICAL PRACTICE THE RYCOTE PRACTICE CLIFTON HAMPDEN SURGERY WOODLANDS SURGERY CHALGROVE & WATLINGTON SURGERIES HOLLOW WAY MEDICAL CENTRE DEDDINGTON HEALTH CENTRE 0% WALLINGFORD MEDICAL PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant Base: All who tried to make an appointment since being registered: National (670, 827); CCG 2020 (6, 900); Practice bases range from 23 to 127 37 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good

Perceptions of care at patients’ last appointment 38 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Perceptions of care at patients’ last appointment with a healthcare professional Q 26. Last time you had a general practice appointment, how good was the healthcare professional at each of the following CCG’s results Nationalresults Nationl results% Poor (total) % ‘Poor’ (total) 4% 4% 4% CCG results % ‘Poor’ Poor (total) 3% 3% 3% Listening to you Treating you with care and concern 8% 5% 7% 36% 35% 32% 54% 56% 57% Giving you enough time Very poor Very good Giving you enough time Very good Listening to you Good Neither good nor poor Treating you with care and concern Poor Very poor Base: All who had an appointment since being registered with current GP practice excluding 'Doesn't apply': National (678, 664; 676, 845; 676, 130); CCG 2020 (6, 987; 6, 955; 6, 971) 39 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Poor (total) = %Very poor + %Poor

Perceptions of care at patients’ last appointment with a healthcare professional Q 28 -30. During your last general practice appointment… CCG’s results Nationalresults Nationl results% Poor % ‘No, (total) not at all’ 7% 5% 6% CCG results % ‘No, Poornot (total) at all’ 6% 4% 6% Felt involved in decisions about care and treatment Had confidence and trust in the healthcare professional Felt their needs were met 6% 4% 6% 23% 29% 28% 73% 65% No, not at all 66% Yes, definitely Felt involved in decisions about care and treatment Yes, definitely Had confidence and trust in the healthcare professional Yes, to some extent Felt their needs were met No, not at all Base: All who had an appointment since being registered with current GP practice excluding ‘Don’t know / doesn’t apply’ or ‘Don’t know / can’t say’: National (603, 943; 667, 229; 663, 675); CCG 2020 (6, 233; 6, 933; 6, 884) 40 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Mental health needs recognised and understood Q 27. During your last general practice appointment, did you feel that the healthcare professional recognised and/or understood any mental health needs that you might have had? CCG’s results over time % Yes 12% Yes, definitely 33% 55% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 89 11 2018 Comparison of results % No 90 88 10 2019 Practice range within CCG – % Yes 12 2020 CCG National 88% 85% Yes 12% 15% No No CCG range within region – % Yes Lowest Performing Highest Performing 58% 100% 89% Base: All who had an appointment since being registered with current GP practice excluding ‘I did not have any mental health needs’ and ‘Did not apply to my last appointment’: National (277, 005); CCG 2020 (2, 732); CCG 2019 (2, 814); CCG 2018 (2, 717); Practice bases range from 21 to 59; CCG bases range from 281 to 8, 242 41 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Managing health conditions 42 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Support with managing long-term conditions, disabilities, or illnesses Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? CCG’s results over time % Yes 21% Yes, definitely 45% Yes, to some extent 35% No, not at all 100 90 80 70 60 50 40 30 20 10 0 85 15 2018 Comparison of results % No 85 79 15 2019 21 2020 National 79% 77% Yes 21% 23% No No CCG range within region – % Yes Practice range within CCG – % Yes Lowest Performing Highest Performing 26% 99% 73% 87% Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (2, 705); CCG 2019 (2, 853); CCG 2018 (2, 691); Practice bases range from 12 to 54; CCG bases range from 271 to 8, 783 43 © Ipsos MORI CCG 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 44 Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (2, 705); Practice bases range from 12 to 54 CHURCH STREET PRACTICE BAMPTON SURGERY 28 BEAUMONT STREET CCG JERICHO HEALTH CENTRE WHITE HORSE MEDICAL PRACTICE MANOR SURGERY THE HART SURGERY LONG FURLONG MEDICAL CENTRE Practices GORING & WOODCOTE MEDICAL PRACTICE THE RYCOTE PRACTICE 27 BEAUMONT STREET MARCHAM RD FAMILY HEALTH CENTRE MALTHOUSE SURGERY Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) NEWBURY STREET PRACTICE HIGHTOWN SURGERY WOODSTOCK SURGERY NETTLEBED SURGERY HEDENA HEALTH CCG COWLEY ROAD MEDICAL PRACTICE BICESTER HEALTH CENTRE THE BELL SURGERY ALCHESTER MEDICAL GROUP WINDRUSH SURGERY NUFFIELD HEALTH CENTRE WOODLANDS MEDICAL CENTRE BANBURY ROAD MEDICAL CENTRE THE KEY MEDICAL PRACTICE EYNSHAM MEDICAL GROUP DONNINGTON MEDICAL PARTNERSHIP BLOXHAM SURGERY TEMPLE COWLEY HEALTH CENTRE SUMMERTOWN HEALTH CENTRE GOSFORD HILL MEDICAL CENTRE MONTGOMERY HOUSE SURGERY CHIPPING NORTON HEALTH CENTRE WINDRUSH MEDICAL PRACTICE BARTLEMAS SURGERY BANBURY CROSS HEALTH CENTRE DIDCOT HEALTH CENTRE PRACTICE WOODLANDS SURGERY HORSEFAIR SURGERY THE LEYS HEALTH CENTRE ST. BARTHOLOMEWS MEDICAL CENTRE Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Yes = %Yes, definitely + %Yes, to some extent

Support with managing long-term conditions, disabilities, or illnesses: how the CCG’s practices compare Q 38. In the last 12 months, have you had enough support from local services or organisations to help you to manage your condition (or conditions)? Percentage of patients saying ‘yes’ they have had enough support to manage their condition(s) Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% BURFORD SURGERY THE ABINGDON SURGERY OAK TREE HEALTH CENTRE KING EDWARD ST MEDICAL PRACTICE WALLINGFORD MEDICAL PRACTICE OBSERVATORY MEDICAL PRACTICE BOTLEY MEDICAL CENTRE BERINSFIELD HEALTH CENTRE WYCHWOOD SURGERY CHALGROVE & WATLINGTON SURGERIES COGGES SURGERY THE CHARLBURY MEDICAL CENTRE HOLLOW WAY MEDICAL CENTRE SONNING COMMON HEALTH CTR ISLIP SURGERY BROADSHIRES HEALTH CENTRE LUTHER STREET MEDICAL PRACTICE MILL STREAM SURGERY 19 BEAUMONT STREET SURGERY CLIFTON HAMPDEN SURGERY MORLAND HOUSE SURGERY CROPREDY SURGERY DEDDINGTON HEALTH CENTRE SIBFORD SURGERY 0% ST. CLEMENT'S SURGERY 10% Comparisons are indicative only: differences may not be statistically significant Base: All with a long-term condition excluding ‘I haven’t needed support’ and ‘Don’t know / can’t say’: National (279, 703); CCG 2020 (2, 705); Practice bases range from 12 to 54 45 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + %Yes, to some extent

Satisfaction with general practice appointment times 46 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Satisfaction with appointment times Q 8. How satisfied are you with the general practice appointment times that are available to you? * CCG’s results 10% CCG’s results over time Very satisfied 5% 25% 18% % Satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied 42% Very dissatisfied 100 90 80 70 60 50 40 30 20 10 0 70 2018 CCG National 67% 63% 67 Satisfied 15 15% 19% Dissatisfied 67 13 Comparison of results 14 2019 Practice range within CCG – % Satisfied 2020 CCG range within region – % Satisfied Lowest Performing Highest Performing 37% 100% 49% 70% *Those who say ‘I’m not sure when I can get an appointment’ (4%) have been excluded from these results. Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (6, 812); CCG 2019 (7, 351); CCG 2018 (7, 043); Practice bases range from 27 to 135; CCG bases range from 707 to 20, 710 47 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied %Dissatisfied = %Very dissatisfied + %Fairly dissatisfied

0% © Ipsos MORI 19 -071809 -01 | Version 1 | Public 48 Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (6, 812); Practice bases range from 27 to 135 OAK TREE HEALTH CENTRE 28 BEAUMONT STREET HOLLOW WAY MEDICAL CENTRE CCG DEDDINGTON HEALTH CENTRE THE RYCOTE PRACTICE WOODSTOCK SURGERY GOSFORD HILL MEDICAL CENTRE ST. CLEMENT'S SURGERY Practices BICESTER HEALTH CENTRE BARTLEMAS SURGERY COGGES SURGERY GORING & WOODCOTE MEDICAL PRACTICE THE KEY MEDICAL PRACTICE Percentage of patients saying they are ‘satisfied’ with the appointment times available MONTGOMERY HOUSE SURGERY CCG MANOR SURGERY MARCHAM RD FAMILY HEALTH CENTRE CHURCH STREET PRACTICE OBSERVATORY MEDICAL PRACTICE LONG FURLONG MEDICAL CENTRE THE BELL SURGERY BROADSHIRES HEALTH CENTRE WINDRUSH MEDICAL PRACTICE 19 BEAUMONT STREET SURGERY ST. BARTHOLOMEWS MEDICAL CENTRE THE CHARLBURY MEDICAL CENTRE MALTHOUSE SURGERY HIGHTOWN SURGERY BANBURY CROSS HEALTH CENTRE HEDENA HEALTH ALCHESTER MEDICAL GROUP THE LEYS HEALTH CENTRE SUMMERTOWN HEALTH CENTRE TEMPLE COWLEY HEALTH CENTRE DONNINGTON MEDICAL PARTNERSHIP WOODLANDS MEDICAL CENTRE NEWBURY STREET PRACTICE CHIPPING NORTON HEALTH CENTRE DIDCOT HEALTH CENTRE PRACTICE WINDRUSH SURGERY EYNSHAM MEDICAL GROUP NUFFIELD HEALTH CENTRE BOTLEY MEDICAL CENTRE HORSEFAIR SURGERY Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? National 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Comparisons are indicative only: differences may not be statistically significant %Satisfied = %Very satisfied + %Fairly satisfied

Satisfaction with appointment times: how the CCG’s practices compare Q 8. How satisfied are you with the general practice appointment times that are available to you? Percentage of patients saying they are ‘satisfied’ with the appointment times available Practices CCG National 100% 90% 80% 70% 60% 50% 40% 30% 20% LUTHER STREET MEDICAL PRACTICE NETTLEBED SURGERY SIBFORD SURGERY MILL STREAM SURGERY WYCHWOOD SURGERY MORLAND HOUSE SURGERY BANBURY ROAD MEDICAL CENTRE BLOXHAM SURGERY JERICHO HEALTH CENTRE SONNING COMMON HEALTH CTR CROPREDY SURGERY BAMPTON SURGERY CHALGROVE & WATLINGTON SURGERIES KING EDWARD ST MEDICAL PRACTICE THE ABINGDON SURGERY BERINSFIELD HEALTH CENTRE THE HART SURGERY ISLIP SURGERY CLIFTON HAMPDEN SURGERY WOODLANDS SURGERY 27 BEAUMONT STREET BURFORD SURGERY COWLEY ROAD MEDICAL PRACTICE WHITE HORSE MEDICAL PRACTICE 0% WALLINGFORD MEDICAL PRACTICE 10% Comparisons are indicative only: differences may not be statistically significant Base: All those completing a questionnaire excluding ‘I’m not sure when I can get an appointment’: National (663, 563); CCG 2020 (6, 812); Practice bases range from 27 to 135 49 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Satisfied = %Very satisfied + %Fairly satisfied

Services when GP practice is closed • The services when GP practice is closed questions are only asked of those who have recently used an NHS service when they wanted to see a GP but their GP practice was closed. As such, the base size is often too small to make meaningful comparisons at practice level; practice range within CCG has therefore not been included for these questions. • Please note that patients cannot always distinguish between out-of-hours services and extended access appointments. Please view the results in this section with the configuration of your local services in mind. 50 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Use of services when GP practice is closed Q 45. Considering all of the services you contacted, which of the following happened on that occasion? 78% I contacted an NHS service by telephone 62% 34% A healthcare professional called me back A healthcare professional visited me at home 25% 5% 5% 29% I went to A&E 37% 11% 13% I saw a pharmacist I went to another general practice service 8% 8% 15% 16% I went to another NHS service Can't remember 3% 6% Base: All those who have contacted an NHS service when GP practice closed in past 12 months: National (133, 689); CCG 2020 (1, 249) 51 © Ipsos MORI 19 -071809 -01 | Version 1 | Public CCG National

Time taken to receive care or advice when GP practice is closed Q 46. How do you feel about how quickly you received care or advice on that occasion? CCG’s results over time CCG’s results % About right 29% It was about right It took too long 71% 100 90 80 70 60 50 40 30 20 10 0 74 % Took too long 71 71 29 26 2018 29 2019 2020 CCG range within region – % About right Lowest Performing Highest Performing 60% 73% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / doesn’t apply’: National (124, 765); CCG 2020 (1, 190); CCG 2019 (1, 292); CCG 2018 (1, 327); CCG bases range from 119 to 4, 207 52 © Ipsos MORI 19 -071809 -01 | Version 1 | Public Comparison of results CCG National 71% 63% About right 29% 37% Took too long

Confidence and trust in staff providing services when GP practice is closed Q 47. Considering all of the people that you saw or spoke to on that occasion, did you have confidence and trust in them? CCG’s results over time CCG’s results % Yes 9% Yes, definitely 50% 40% Yes, to some extent No, not at all 100 90 80 70 60 50 40 30 20 10 0 8 91 9 6 2018 CCG % No 94 92 2019 Comparison of results 2020 National 91% Yes 9% 9% No No CCG range within region – % Yes Lowest Performing Highest Performing 88% 95% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (125, 059); CCG 2020 (1, 173); CCG 2019 (1, 322); CCG 2018 (1, 349); CCG bases range from 123 to 4, 226 53 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Yes = %Yes, definitely + % Yes, to some extent

Overall experience of services when GP practice is closed Q 48. Overall, how would you describe your last experience of NHS services when you wanted to see a GP but your GP practice was closed? CCG’s results over time % Good 7% Very good 6% 34% 15% Fairly good Neither good nor poor Fairly poor 38% Very poor 100 90 80 70 60 50 40 30 20 10 0 % Poor 76 73 14 72 13 12 2018 2019 2020 Comparison of results CCG National 72% 67% Good 13% 16% Poor CCG range within region – % Good Lowest Performing Highest Performing 63% 76% Base: All those who tried to contact an NHS service when GP surgery closed in past 6 months excluding ‘Don’t know / can't say’: National (128, 756); CCG 2020 (1, 213); CCG 2019 (1, 323); CCG 2018 (1, 345); CCG bases range from 122 to 4, 338 54 © Ipsos MORI 19 -071809 -01 | Version 1 | Public %Good = %Very good + %Fairly good %Poor = %Fairly poor + %Very poor

Statistical reliability 55 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Statistical reliability Participants in a survey such as GPPS represent only a sample of the total population of interest – this means we cannot be certain that the results of a question are exactly the same as if everybody within that population had taken part (“true values”). However, we can predict the variation between the results of a question and the true value by using the size of the sample on which results are based and the number of times a particular answer is given. The confidence with which we make this prediction is usually chosen to be 95% – that is, the chances are 95 in 100 that the true value will fall within a specified range (the “ 95% confidence interval”). The table below gives examples of what the confidence intervals look like for an ‘average’ practice and CCG, as well as the confidence intervals at the national level. An example of confidence intervals (at national, CCG and practice level) based on the average number of responses to the question “Overall, how would you describe your experience of your GP practice? ” Approximate confidence intervals for percentages at or near these levels (expressed in percentage points) Average sample size on which results are based Level 1: Level 2: Level 3: 10% or 90% 30% or 70% 50% +/- +/- National 739, 637 0. 10 0. 15 0. 17 CCG 5, 479 1. 13 1. 73 1. 88 Practice 108 6. 93 10. 20 11. 08 For example, taking a CCG where 5, 479 people responded and where 30% answered ‘Very good’ in response to ‘Overall, how would you describe your experience of making an appointment’, there is a 95% likelihood that the true value (which would have been obtained if the whole population had been interviewed) will fall within the range of +/-1. 73 percentage points from that question’s result (i. e. between 28. 27% and 31. 73%). When results are compared between separate groups within a sample, the difference may be “real” or it may occur by chance (because not everyone in the population has been interviewed). Confidence intervals will be wider when the results for a group are based on smaller numbers i. e. practices where 100 patients or fewer responded to a question. These findings should be regarded as indicative rather than robust. 56 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Want to know more? 57 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

Further background information about the survey • The survey was sent to c. 2. 3 million adult patients registered with a GP practice. • Participants are sent a postal questionnaire, also with the option of completing the survey online or via telephone. • The survey has been running since 2007 and presents results for all practices in England (where surveys have been completed and returned). From 2017 the survey has been annual; previously it ran twice a year (June 2011 – July 2016), on a quarterly basis (April 2009 – March 2011) and annually (January 2007 – March 2009). • For more information about the survey please visit https: //gp-patient. co. uk/. • The overall response rate to the survey is 31. 7%, based on 739, 637 completed surveys. • Weights have been applied to adjust the data to account for potential age and gender differences between the profile of all eligible patients in a practice and the patients who actually complete a questionnaire. Since the first wave of the 2011 -2012 survey the weighting also takes into account neighbourhood statistics, such as levels of deprivation, in order to further improve the reliability of the findings. • Further information on the survey including questionnaire design, sampling, communication with patients and practices, data collection, data analysis, response rates and reporting can be found in the technical annex for each survey year, available here: https: //gp-patient. co. uk/surveysandreports. 58 © Ipsos MORI 19 -071809 -01 | Version 1 | Public c. 2. 3 m Surveys to adults registered with an English GP practice 739, 637 Completed surveys in the 2020 publication 31. 7% National response rate

Where to go to do further analysis … • For reports which show the National results broken down by CCG and Practice, go to https: //gp-patient. co. uk/surveysandreports - you can also see previous years’ results here. • To look at this year’s survey data at a national, CCG or practice level, and filter on a specific participant group (e. g. by age), break down the survey results by survey question, or to create and compare different participant ‘subgroups’, go to https: //gp-patient. co. uk/analysistool/2020. • To look at results over time, and filter on a specific participant group, go to https: //gppatient. co. uk/analysistool/trends. • For general FAQs about the GP Patient Survey, go to https: //gp-patient. co. uk/faq. 59 © Ipsos MORI 19 -071809 -01 | Version 1 | Public

For further information about the GP Patient Survey, please get in touch with the GPPS team at Ipsos MORI at GPPatient. Survey@ipsos. com We would be interested to hear any feedback you have on this slide pack, so we can make improvements for the next publication. 60 © Ipsos MORI 19 -071809 -01 | Version 1 | Public